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About the role
- Lodge new insurance claims for our customers and intermediaries
- Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions
- Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed
- Negotiate and obtain collection of customer excess including appropriate education of payment options
- Accountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methods
- Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim
- Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent
- Ensure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management
- Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function
- Advocate of change and positive ambassador of the benefits and opportunities
- Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader
Requirements
- Relevant tertiary qualification desired (Business, Finance, Commerce)
- 1-2 years working in general insurance preferred
- Call centre experience preferred
- Experience working within a customer service environment
- Computer literacy and navigational skills using multiple systems simultaneously
- Demonstrated ability to achieve targets
- Experience working in a fast paced, high pressured environment preferred
Benefits
- Incentives
- Rewards and Recognition program
- Laptop
- Headset and Phone set provided
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
insurance claims processingpolicy interpretationfinancial managementcost managementnegotiationcustomer serviceprocess improvementdata analysisclaims reviewperformance targets
Soft Skills
communicationcustomer experience enhancementproblem-solvingresponsibilityadaptabilityteam collaborationtime managementinterpersonal skillsleadershipadvocacy for change
Certifications
tertiary qualification in Businesstertiary qualification in Financetertiary qualification in Commerce